Keshav M. Email & Phone Number

Sunnyvale, Ca, Us

As a Senior Manager, I lead a team of managers and team members across India and Singapore to manage Premiumand flagship product support operations for the global members of LinkedIn. My team provides expert consultationfor premium subscribers and flagship members through live and email channels. Some of the core responsibilitiesare,• Resource management – Responsible to plan based on the demand vs. capacity and recommend theresource utilization and hiring roles that’s relevant for the business operations. This exercise is done atglobal level by partnering with Workforce and partners across the organization.• Strategy and Operations – Planning operations for additional avenues that the business creates, designingand implementing long-term and short-term goals to achieve the business’s goal is key responsibilities.• Project Management – Strategize and manage global projects to execute the outcomes through closepartnership and management of the project is essential in the role.• People Management – With a size of ~55 team, it’s important to focus on leading the team from the frontby setting a great example for the team and working for their well-being.• DIBs – Diversity, Inclusion and Belonging is very important in my role and I have constantly participated invarious ERGs and led from the front to create an environment that’s meaningful for every employee atLinkedIn

Sunnyvale, Ca, Us

Over the last 3+ years at LinkedIn, I have been working with a team of dynamic leaders who continuously involve in giving the best member experience to all LinkedIn members. Being part of a global company and able to make an impact on business plays a key role in one's career. Below are a few accomplishments in my current role so far...- Started initially to manage a team of managers. Today, I am proud to say that I am learning the art of being a leader- Being part of a department that handles support for ~620m members brings its challenge. Through the 4+ years, not only got an opportunity to bring in a structure in operations, and also successful in collaborating with various functions globally to make an impact on the product and processes that change frequently- Over the years, always had the question around how to be more strategic than tactical in operations. I must say that being strategic is an art and one must learn it hard way. I continue to put efforts to be better strategic in operations that involve massive change for the organization and people

Bangalore, Karnataka, In

> End to End of Marketplace OperationsManaged internal processes in order to achieve better seller experience.Innovated new changes in order to achieve the business goals. Worked with Product, Business to understand the futuristic goals to being in sync with roadmaps planned.> People ManagementDriving Workforce management.Managing a team of 30 consultants along with 1 Lead with few support functions. Conducting interviews and onboarding the required skill set of consultants.Handled the support function as per the business & organisations structure.Building team in order to engage on the new processes and other activities.> Process Improvement ProgramsAnalysing the current process and bringing in the new changes to the existing processes via product support or by non-product support.Analysing the current process and driving the changes required and implementation.> Product & Feature enablingOwning CRM Tool product and features for the Operations and Support functions. Identifying bugs, new requirements, enhancements, etc.> PlanningMaintaining staff by recruiting, selecting, orienting, and training employees; maintaining a safe, secure, and legal work environment; developing personal growth opportunities.Accomplishing financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.Contributing team effort by accomplishing related results as needed.Skills/Qualifications: Performance Management, Project Management, Coaching, Supervision, Quality Management, Results Driven, Developing Budgets, Developing Standards, Foster Teamwork, Handles Pressure,

Bangalore, Karnataka, In

> Managed a team of 4 Lead level to drive process for Customer Operations> Initiated Six Sigma based process improvements in the vertical.> Designed Process / Process Map / Scope of Work for existing as well as new changes.> Supported business/leadership team with data / analytics / and other support as required.> Managed change by understanding cultural dynamics in the organization> Supported and implemented various quality initiatives as and when laid down by the management.> Worked with the Business Process Excellence Leaders to ensure standardization and promotion of the process excellence program including Lean Six Sigma methodology, business process management construction and metrics,

Bangalore, Karnataka, In

With great knowledge, you get a chance of getting great responsibility. The kind of responsibility and ownership that shown against customers and balancing the Work Force Management helped me in all aspects.The experience that I had with customers and internal communication gave an opportunity to think beyond service. This helped me to build a team that gave best customer experience and followed best practices in the Customer Experience Management.Responsibilities: > Managed Inbound Support team of 30+ to accommodate 10000-15000 orders per day.> Analysing Root Cause Analysis on issues reported by customers to provide better experience.> Analysing contacts to recommend process improvements.> Conducted Refresher trainings, keeping updated on the changes, and Training Need Analysis were performed. > Analysing and processing Key Result Area

Bangalore, Karnataka, In

With the kind of knowledge that I gained in Flipkart.com as a Senior Customer Support Representative, I was able to learn things faster and helped me to do things better here. Was able to handle customer escalations and help achieve the expected goal of the business.

Bangalore, Karnataka, In

Joined after recession as a Senior Customer Representative and proud to be part of 12 Customer Support Employees of Flipkart.com with 4 years of experience in hand. This was a total learning for me to understand Indian e-commerce and its customers.

San Mateo, Ca, Us

Vendio is a software solution company and deals with e-Commerce and online business. Over one million sellers have trusted Vendio to help them sell more than $15 billion in merchandise to nearly 300 million buyers. The organization provides software and services to manage inventory on multiple Marketplaces like eBay, Amazon, and online Web stores. Job Description:Training clients on our software and services to manage their inventory to multiple marketplaces (eBay, Amazon, Google base, www.shopping.com, www.shopzilla.com, etc.). Designing templates using basic HTML as per user’s request. Website management such as Web Store setup, domain setup, and distribution ads across shopping websites that we support. Integration with shipping services via Offline tools offered by us and third parties.Fixing bugs related to products, usage, and escalating to Engineering based on the priority. Filing enhancements as per market strategy and changes on all marketplaces. Managing the billing-related issues of each user according to their business setup. All the above tasks are managed over telephonic calls, chat sessions, and emails…

E4E Business Solution Private Limited is one of the World’s largest Business Process Outsourcer, headquartered in New York, with its Asia Pacific head office located in Bangalore.Job Description: Product support related to the operation, troubleshooting, installation or maintenance of Symantec Home and Home Office products.  Provide 24x7x365 Tier 2 support via both phone and email and through remote assistance. Responsible for tracking, capturing, reproducing, resolving field issues, and escalating unresolved faults to the engineering team, account team, and management as appropriate.  Follow-up on open customer issues to achieve quick resolution.  Initiate improvements in operation, process, documentations, and the overall quality of Symantec product lines.  On occasion, assist in field trail, lab demo and process training.  Diagnosing technical problems using a mix of proprietary web-based tools, database and log file analysis.  Updating clients on a regular basis while support tickets are open.

Master Of Business Administration (M.B.A.), Retail Management

Electronics & Communication Engg., Electrical And Electronics Engineering

Ssc, Ssc